Manager, Project Management (External Customer Facing)

Aisera is a leading provider of AI Copilot solutions, utilizing AiseraGPT and Generative AI to facilitate business transformation and drive revenue growth through a self-service model. Aisera’s AI Copilot uses industry and domain-specific LLMs to deliver human-like experiences and auto-remediate requests through AI workflows. With 400+ integrations and 1200+ prebuilt workflows, customers achieve 75%+ automation and 90% cost reduction.

Aisera has received numerous recognitions, including the following: FastCompany Best Workplaces for Innovators; Inc 5000 Award for Fastest Growth; Forbes AI50; EY Entrepreneur of the Year 2023; CNBC Upstart 100 Top Startup; Gartner Cool Vendor; Red Herring Top 100 Global Innovator; CIO Innovation Startup Award; CIO Review Top ITSM Solution; and Silicon Review 50 Most Admired Companies.

Our seasoned founding team has led companies through several prior successful startups and acquisitions. We give our employees a lot of responsibility and ownership of their work, and we hire people from a very wide range of backgrounds and experience. Our team members operate with a high degree of empathy for our customers and each other.

Join our dynamic and fast-paced team and be a part of our journey to revolutionize the industry.

The Role: 

At Aisera, we’re building a world-class Customer Success team, where each individual loves to move fast, be challenged, and is obsessed with making our customers wildly successful. As a Manager, Project Management, you will partner closely with internal teams to help bridge business and technology, helping customers realize the art of the possible with cutting-edge Conversational AI. Your job is to serve as the voice of the customer and do whatever it takes to assure they achieve their desired business outcomes with high satisfaction. You’ll be expected to be resourceful, a selfless team player, and regularly go above and beyond your “day job”. The upside is that this is a highly visible role with unbounded growth opportunities.

This role is based out of our Palo Alto, CA office, and an Onsite interview is required as part of the process (with some flexibility to WFH).

Responsibilities:

• You will inherit a team of Technical Project Managers in the quest to scale and lead the Customer Success teams to deliver quality deployments on time
• You are expected to learn the delivery lifecycle at Aisera and be able to manage projects on your own. This includes understanding the product, so that you can successfully lead your team.
• You will be responsible for creating scalable methods, best practices, and relevant KPIs
• Develop and mentor the team in order to build strong leadership skills
• Develop reporting mechanisms that are scalable
• Deep dive into areas that need attention; troubleshoot and bring structure to issues or department
• Foresee dependencies, risks, and issues -- build the appropriate program framework for projects and programs to deliver quality
• Define, drive, and lead weekly operating mechanisms and lead other cross-company projects when called upon
• Get involved in anything that will help the department thrive
• Work with the Sales team to understand forecasts and upcoming projects.
• Forecast and deliver ARR for projects sold and eventually own a PS revenue stream

What Your team does:

• Own and collaborate on onboarding projects and different customer initiatives from initiation to production
• Report on the status of projects internally and externally.
• Create and run cross-functional processes including: Project planning, Timeline & task tracking, resource assignment, change management, and Issue & Risk management.
• Build trusted relationships with external partners as well as internal product and engineering teams that you’ll work with directly
• Develop a deep understanding of our products, our technologies, and our partners, and use that knowledge to power your cross-functional work.
• Make sure we don't drop the ball on any projects, initiatives, or commitments.
• Identify process gaps in how we operate as an organization, and work with leadership to course-correct & streamline our internal delivery processes

Basic Qualifications:

• At least 8 years professional experience in Project Management in Customer facing roles
• At least 3 years in managing other Project Managers
• Ability to create processes when there are none (or very limited)
• A passion for customers and problem-solving, desire to go deep and become familiar with the customer’s technical and business environment
• Extreme follow-through ability. You set the bar on ensuring things don't get dropped
• Willingness to get in the weeds and make things happen
• Comfortable in a startup environment, we move quickly and wear many hats in a dynamic environment
• Strong cross-functional and creative collaboration skills, and willingness to act as project contributor, problem solve with stakeholders to address business problems, and go beyond task and status management
• Self-awareness and a desire to continually improve
• Bachelor’s or higher degree in computer science, engineering, or related technical field

Preferred Qualifications:

• Startup experience
• Enterprise SaaS experience

Aisera is Global and our success draws upon the diverse viewpoints, skills and experiences of our employees. We are proud to be an equal opportunity employer and are committed to equal employment opportunities regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, marital status, disability, gender identity or veteran status.

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At Aisera, we strive to design equitable and explainable compensation programs. Base pay within the range is ultimately determined by a candidate's skills, expertise, or experience.

Bay Area, CA$150,000—$180,000 USD